Course Overview
This course is designed to help employees in customer service roles enhance their English communication skills and better serve customers professionally and effectively. Participants will receive an overview of industry best practices as well as real-life examples of customer service through specific channels, including telephone, email, live chat, and social media.
Course Content
1. Effective English communication skills
- Handling problems and complain.
- Serve customer professionally and effectively .
- Socializing and customer enquiries.
- composing emails, drafting reports, or creating memos, clear and concise written communication.
- addressing diverse customer enquiries by adapting based on cultural context.
- engaging with the speaker or customer, understanding their words, message, tone, and emotions.
Learning Objectives
1. Develop effective verbal communication skills for interacting with customers in various scenarios.
2. Enhance written communication skills to ensure professional and clear correspondence with customers.
3. Understand and apply appropriate language and tone when dealing with diverse customer inquiries and issues.
4. Learn strategies for active listening and empathy to better understand and address customer needs.
2. Enhance written communication skills to ensure professional and clear correspondence with customers.
3. Understand and apply appropriate language and tone when dealing with diverse customer inquiries and issues.
4. Learn strategies for active listening and empathy to better understand and address customer needs.
Learning Outcomes
1. Participants will demonstrate improved customer service communication skills.
2. Participants will be able to compose clear and concise emails, letters, and other written communication materials for customer interactions.
3. Participants will exhibit an awareness of cultural sensitivity and language appropriateness in customer service interactions.
4. Participants will show proficiency in active listening and empathy through practical exercises and assessments
2. Participants will be able to compose clear and concise emails, letters, and other written communication materials for customer interactions.
3. Participants will exhibit an awareness of cultural sensitivity and language appropriateness in customer service interactions.
4. Participants will show proficiency in active listening and empathy through practical exercises and assessments
Learning Method
Remote Online learning (Google Classroom / Zoom)
Venue
In house training / Home / Own Pace
Duration
2 days
Award
Upon completion of the course, a “Certificate of Participation” from Asia Bright Minds Training & Consultancy will be issued to the participants.
